Changes / Salesforce / Marketing Cloud Service Impacted: Marketing Cloud Core Service
Salesforce: Major incident: Marketing Cloud Service Impacted: Marketing Cloud Core Service
Summary
Summary pending. The diff below shows exactly what changed.
Major incidentLabel: outage (model (Jev), 69%)Changed Detected Source: status.salesforce.com (opens in new tab)
Incident page: full timeline of updates →
What changed
Before: not present
After: Marketing Cloud Service Impacted: Marketing Cloud Core Service
Before: not present
After: major
Before: not present
After: resolved
Before: not present
After: 2025-10-02 14:18 UTC
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After: 2025-10-06 09:23 UTC
Before: not present
After: 1 instance, Marketing Cloud Core Service
Before: not present
After: We are investigating a service disruption impacting customers on DB10016. Customers are unable to access services as the database is unavailable. We are actively working to resolve this issue and restore services.
We will provide an update in 30 minutes or sooner if additional information becomes available.
Before: not present
After: We are exploring multiple paths to resolve the disruption and restore services.
We will provide an update in 30 minutes or sooner if additional information becomes available.
Before: not present
After: We are working on restoring services, and we do not have an estimated time of completion yet.
We will provide an update in 30 minutes or sooner if additional information becomes available.
Before: not present
After: We are working to restore the database, and we do not yet have an estimated time of completion for this restore.
We will provide an update in 30 minutes or sooner if additional information becomes available.
Before: not present
After: We are currently performing additional configuration checks for the database restore to determine its viability as a recovery option and validating a second recovery option simultaneously.
We will provide an update in 60 minutes or sooner if additional information becomes available.
Before: not present
After: We are actively pursuing two paths to resolution and are working to determine the best path forward for our customers: a full database recovery, which is currently underway. Alternatively, we are looking at reverting to a repaired database snapshot. We are performing a series of checks to validate the health of this snapshot before we consider it a viable option.
We apologize for the impact this incident is having on you and your business.
We will provide an update in 60 minutes or sooner if additional information becomes available.
Before: not present
After: We have engaged a third-party service provider to expedite our validations as we continue our efforts to determine the best path forward.
We will provide an update in 60 minutes or sooner if additional information becomes available.
Before: not present
After: We are continuing to work closely with our third-party service provider to expedite the necessary validations. To enhance this effort, we have engaged additional resources to assist in the process. We are actively pursuing multiple paths to recovery and are focused on determining the best course of action for our customers.
We will provide an update in 90 minutes or sooner if additional information becomes available.
Before: not present
After: After exploring several paths to recovery, we have agreed with our third-party service provider to proceed with a database restore. This is expected to take several days to complete. At this point, we expect full database restoration by Monday, October 6, 2025. We will provide an update at that time or sooner if additional information becomes available. We do apologize for any impact this issue is having on your business.
Before: not present
After: The database restore process is ongoing and is expected to be completed by Thursday, October 9, 2025. A full database restore is also in progress, with an estimated completion by Sunday, October 12, 2025.
We will provide an update at that time or sooner if additional information becomes available. We do apologize for any impact this issue is having on your business.
Before: not present
After: The previously posted estimated time to complete in the last update was inaccurate. We expect to have a full database restoration by Monday, October 6, 2025.
We will provide an update at that time, or sooner if new information becomes available. We understand the impact this issue has on your business and apologize for any confusion and inconvenience.
Before: not present
After: The restoration process is progressing as expected, and we continue to work toward completing the recovery. Once restoration is finished, validation and configuration updates will begin to bring the service back online.
We continue to monitor stability closely throughout this process and will provide the next update once restoration and validation are complete, or by 120 minutes as additional information becomes available.
Before: not present
After: The restoration process is nearing completion, and we are performing final configuration checks to ensure the environment is stable before restoring full connectivity. Once these checks are complete, service validation will begin shortly.
We continue to monitor recovery closely and will provide the next update once validation is underway, or sooner, within 120 minutes as additional information becomes available.
Before: not present
After: The database restoration was completed at 05:49 UTC, bringing the customers out of the service disruption. As part of the mitigation steps, an additional rate limit was applied to the database, and the system has now entered a performance degradation state. Customers can access services, but may experience intermittent slowness or delays in application login, sends, synchronous Application Programming Interface (API) activities, imports, exports, and reporting. Our teams are actively validating the system and working to restore normal traffic flow as quickly as possible.
We continue to closely monitor the recovery and will provide the next update within 120 minutes or sooner as additional information becomes available.
Before: not present
After: Following the reduction of rate limiters, the impacted database is now fully accessible at 09:23 UTC. Health checks have also shown that the traffic flow has stabilised. Customers should no longer experience any impact and be able to access the database as expected.
We apologize for how you and your business may have been affected by this incident. Salesforce is fully committed to minimizing downtime when incidents do occur. We also continually assess and improve our tools, processes, and architecture to provide you with the best service possible.
First version of this incident archived by Rewindex. View the live incident (opens in new tab).
History of this incident
| When (UTC) | Change | Kind |
|---|---|---|
| Major incident: Marketing Cloud Service Impacted: Marketing Cloud Core Service (this change) | Major incident |
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